Cold calling is irritating at the best of times; if you’re feeling emotionally fragile, it can be very upsetting.

Some law firms are doing this to their more vulnerable clients – people who are going through a divorce. These clients are being contacted by other departments touting for business.

This approach, which is becoming more widespread as the recession bites into every area of business, is a result of what is called “customer relationship management software” – computer databases that allow legal firms to share client information with colleagues dealing in different areas of law. It enables firms to make the most of what the software suppliers term “up-selling and cross-selling opportunities”.

While there may be a place for CRM software in certain legal practices, many clients seeking advice on delicate matrimonial/family matters may feel uneasy about that instruction representing an opportunity to obtain sensitive information from them to assist marketing efforts.

The nature of matrimonial/family work is sensitive and clients are sometimes in emotional turmoil. The legal process needs to be handled with sympathy and discretion.

Niche matrimonial firms, like ours, deal with one area of law only so there is no possibility of clients being targeted in this way. Of course, we have access to other legal and business experts – such as wills and trusts lawyers and forensic accountants – if clients want or need additional advice.

But firms like Benussi & Co believe strongly that discretion is of great importance to clients – in particular high earners and those with public profiles. Many business people want to keep their matrimonial and family affairs separate from their business lives. They do not want the details known to lawyers other than the one they are dealing with.

Increasingly, we are finding people coming to us from other law firms because of the CRM approach. They are put off by what they perceive to be a “feeding frenzy”, as they are targeted by or find their details circulated to other departments.

It may be understandable for firms to be putting their survival at the top of their agenda – but niche practices like ours always put the needs of the client first.

·       Neil Hobden is a partner with Benussi & Co